Cabela's — Local services in Town of Cheektowaga

Subject: Critical Customer Experience Issue – Systemic Barrier to Firearm Purchase at Cabela’s

On Saturday, I visited the gun department at Cabela’s intending to purchase an antique rifle I had seen in the showcase. After spending over an hour in the store and fully completing the required forms, the transaction was abruptly voided. The clerk informed me that the address on my government-issued ID did not exactly match the address I provided—specifically because the DMV truncates addresses at 20 characters, omitting details like "APT."

Despite presenting valid ID, the store’s system rejected my application. I was told to go to the DMV to request a sticker to add the missing address information. The clerk also mentioned this issue occurs five times a week, meaning this is a known, recurring problem.

Following their guidance, I visited the DMV first thing Monday morning. There, I was told that altering the address would distort it to the point of non-compliance with postal and legal standards. Essentially, I was sent on a futile errand based on incorrect or incomplete information.

I returned to Cabela’s to speak with a manager. I was informed that due to a law change made in 2022, the store is unable to make exceptions—even when the address discrepancy is a result of limitations set by the DMV itself. I was also told, candidly, that this situation frustrates staff as much as customers, but that “there’s nothing they can do.”

What’s most troubling is this: after following all instructions in good faith, I was left without the item, hours of my time wasted, and a growing sense of frustration. The Monday clerk admitted that this is a state or DMV issue—but rather not, a Cabela’s internal policy that disproportionately affects customers with longer addresses, such as apartment dwellers and tenants.

To confirm this, I checked with multiple local stores and other big-box retailers. My address cleared in every system—except Cabela’s.

This raises serious concerns:

Why hasn’t a widely known issue—reported to occur multiple times per week—been addressed at a corporate level?

Is this restrictive system compliant with the spirit of the Second Amendment, which guarantees equal access under the law?

This experience was not only disappointing—it was exhausting. As a law-abiding citizen attempting a legal firearm purchase, I was sent in circles due to rigid internal systems that appear outdated and misaligned with real-world documentation standards.

Unless addressed, this issue will continue to alienate responsible customers who simply happen to live in an apartment or have longer addresses. I urge Cabela’s corporate leadership to review this policy immediately, align with current DMV limitations, and implement a system that reflects both compliance and...

Came in to buy water shoes. Three pairs online that said were in store were not in the store. Just to get to that point took about 15 minutes worth of my time to find an actual employee to help me. I then find a rash guard for my daughter and decide to buy it. I wait in line for 5 minutes and after that, the manager decided it was a good time to tell me that they were in training. Well, then turn off the green light????? So I had to then get behind another few people in another line and I saw the manager do the exact same thing to ANOTHER person. Well then turn off the register GREEN light telling people to walk up!!! Finally check out and after I leave realize I was charged 40 instead of the online price of 30 for the shirt. Now go back in! Stand in the return line for a good 10 minutes without any actual employee. Finally someone comes and I explain the situation about the shirt. Takes the guy a good 5 minutes just to find it in the system. Then a girl comes up to tell me she has to go look in the back warehouse for the one I needed that was 30 and not 40. Takes her another 15 minutes! Then she comes back and i have to get in line behind people waiting there and wait ANOTHER 20 minutes!! Then by the time I finally thought I was getting waited on to do the exchange, they take some customer behind me, claim the guy has vertigo?? Um...should we all say we have vertigo then?? Finally once the guy was doing the exchange, I realize that the shirt wasn't even the right size and I see the lady who went to get it in the first place and I asked her about the size and her response was "I have a few other things to do and then I would have to go look and it may be a few"....so I got so upset I ripped the shirt I paid for originally out of the guys hand and said I don't have time for this I've been here almost an hour and told them how crazy this was! Absolutely ridiculous! I will never return here again. Also want to add that from the initial walk in to buy water shoes, I did ask someone I saw and she "pointed" me to the other side of the store. Then I walked there and not one single employee was around. Like don't point me, take 2 minutes of your time and walk me over to where the product is and show me personally instead of just let customers wander around clueless looking for something. Also the vertigo situation was so bizarre, them saying they had to take someone behind me due to him having vertigo. Never even experienced anything so...

Things happen with every business, I understand this, but how a company handles the "bumps" is what separates a good company with a poor one. This is the first time I had to deal with Cabela's customer service, and it will be my last.

I needed a gift I purchased delivered in time for a birthday party. I ordered it with enough time that regular delivery would have been OK, but I'm a cautious person, so I added something to the order that I really didn't need just so I would qualify for the free "guaranteed 2-day delivery." The $12 extra item arrived in 2 days but the Gift that I needed did not. After 5 days, still no gift. The tracking showed it was going to be yet another additional 4 days before it arrived, 2 days AFTER the party.

A call to customer service that should have been easy enough to be dealt with, had to be "upgraded" to a second level customer service representative. I felt I bought an item for an extra $12 that I really didn't need just for the "guaranteed 2-day delivery" that didn't happen. If I was refunded a minimum of that $12, it would have been at least an attempt by them to make up for my inconvenience. Their solution was a $10 gift card. So I thought I would try to comprise, and suggested a $10 REFUND, not a gift card. I'm not going to squabble over $2, but I didn't want a gift card, I spent additional money for a ""guaranteed" service that I didn't receive, I felt a refund was more than reasonable. Customer service said they normally wouldn't even offer the gift card, and I should feel lucky I'm getting that.

I spend literally THOUSANDS of dollars a year on outdoors gear. For instance, I'm looking to purchase a $500 cooler for camping this year, and that's just to start. Cabela's lost my business over a $10 refund. I told them they would, and they didn't care. Not even a little.

If they are that worried about a $10 refund for me, how do you think you will get treated? Especially on an expensive purchase, do you want to take a chance that everything will go smoothly? Because if it doesn't, they won't care.

If you want piece of mind, I recommend purchasing your outdoor gear with a different company. I've dealt with The other local "Sporting Goods Store" and of course the major online retailer, and neither of those companies would have hesitated to refund a measly $10 to keep a customer happy after they didn't met...